We have created a priority matrix and selected that technicians may not select or change priority.

However, we also have special cases, for exampe, we have a Request Type called "Major Incident" anad we defined that it is mandatory that all major incidents have Priority 1. Likewise, a Request can't have priority 1 and so on. For that matter, we created Business Rules, but they are not working properly. 

So the question is, to which instruction will the Service Desk Plus give priority, to priority matrix or business rule?

Best Regards

Jorge Salazar